Product Support Specialist

About the Role

We’re seeking experienced Product Support Specialist to provide email- and chat-based technical support for ecommerce merchants using Postscript. You’ll help troubleshoot issues, guide customers through features, and ensure every interaction reflects our “customer-first” value.

The ideal candidate is a strong written communicator who can translate technical concepts into simple, actionable advice for non-technical users. This role reports into Postscript’s U.S. Customer Experience organization and collaborates closely with Product, Engineering, and Account teams.

Key Responsibilities

• Deliver empathetic, accurate, and timely support via email and live chat during required coverage hours (6 AM – 5 PM Pacific / 9 AM – 8 PM Eastern; specific shift TBD).
• Troubleshoot technical issues within the Postscript platform (integrations, message delivery, account setup) and document findings clearly in Zendesk.
• Translate technical explanations into simple, actionable guidance for non-technical customers.
• Proactively inform customers about new features and functionalities during relevant interactions — offering helpful suggestions that can grow their business.
• Escalate product bugs or complex cases with detailed reproduction steps and supporting context.
• Partner with Product and Engineering to surface trends, common issues, and customer feedback.
• Maintain up-to-date product knowledge and contribute to internal documentation and process improvements.

Required Qualifications

• 5+ years of experience in customer support within SaaS, ecommerce, or marketing-technology environments.
• Demonstrated ability to diagnose and resolve issues via email and chat with excellent written English.
• Familiarity with helpdesk tools such as Zendesk, Intercom, or JIRA.
• Comfort working with technical concepts (APIs, integrations, HTML/CSS basics, data validation) and explaining them simply.
• Strong organizational, documentation, and multitasking skills.
• Experience working remotely across distributed teams.
• Availability to work a full-time shift covering part of 6 AM – 5 PM PT / 9 AM – 8 PM ET.

Preferred:

• Experience with Shopify or similar e-commerce platforms.
• Familiarity with SMS delivery systems, Twilio, or carrier-related troubleshooting.
• Exposure to API requests or debugging.
• Experience supporting enterprise or high-volume merchants.
• Primary tools: Zendesk, Intercom, JIRA, Google Workspace, Slack